Technical Support Team Lead at Cloudflare
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.
Do you like solving complex problems? Are you great at helping a team grow to surpass their potential together? Do you enjoy interacting with people at all levels and roles?
As a Technical Support Team Lead at Cloudflare you will:
Provide World-Class Support to our Millions of Customers - You enjoy taking customer escalations from team members, triaging and answering high priority tickets from both top partners and free customers, and understand our customers needs and problems, in depth, in order to report on them to the company and solve them.
Manage Technical Support Engineers - Coach the team to excel at their jobs, manage individual and team projects to on-time completion, have regular one-on-ones with everyone on your technical support engineering team, encourage professional development, help with training and QA, manage the support hiring process, and keep team morale high.
Help Manage and Improve Tools and Processes - Team leads will manage and continuously improve our processes for helping customers, managing the team, and working with the rest of the company. They will also help to manage all of our support tools and software.
Work Cross-Functionally With Other Teams - Team leads will work with other teams to guide projects that help the support team, customers and the company. They will act as the Voice of the Customer to communicate clearly the requests and problems our customers are reporting to the rest of the company through to resolution.
- Minimum of 3 years of team lead or management experience, with teams of 4 or more people
- Experience managing Support Engineers' performance and development
- Strong experience at hiring, coaching, and training Support Engineers
- Experience managing a team to meet and exceed their individual, team, and company goals
- Minimum of 5 years technical support experience
- Fundamental understanding how the Internet works (OSI Model)
- Experience troubleshooting DNS, SSL/TLS, HTTP, and network related issues
- Extensive experience with command line and command line tools including curl, dig, traceroute
- Experience providing global support that follows the sun 24x7x365
- You have strong communication skills, both verbal and written
- Past experience or interest in working at a fast-paced and high-growth company
- Ability and willingness to work occasional weekends, holidays, and after hours
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
220.127.116.11: We released 18.104.22.168 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.